Canceling an Uber Eats Order in Toast: Uber's Reason Is Separate From Yours

Quick answer: Toast's product update dated October 29, 2026 says that when you cancel an Uber Eats order in the Toast POS app, you now have to pick one of Uber's predefined cancellation reasons. That reason goes directly to Uber, for Uber's reporting. You can still add a Toast cancellation reason, but that one is for your own records. So there are two reasons now, written for two different audiences. The update covers the United States and lists Toast POS 2.114 as the first version that has it.

The cancellation itself works the way it did. In Toast it's still called Void Order. It cancels the whole order, because Toast doesn't allow a partial void on an Uber Eats order. It only works on the Toast POS app, not Toast Web. The person doing it needs the 3.8 Void / Refund Payments permission. When you void, Toast tells Uber, Uber cancels the order, and Uber handles telling the guest and any refund. Pick the Uber reason that matches what actually happened, not the one you think will look best.

Afterward, check that the order is gone from active orders on the POS, that the kitchen display shows it as voided, and that the Orders report lists it as voided. If tapping Update doesn't do what Toast describes, don't tap it again, and don't rebuild or refund the order yourself. Stop and contact Toast Customer Care.

We wrote this from Toast's update and support articles as they read on October 30, 2026. We haven't voided an order on a Toast device, so your screens may not match Toast's images.

What changed, and what Toast's help still says

Toast's help article on canceling Uber Eats and DoorDash orders was last updated July 9, 2026. Its FAQ says third-party partners "will not receive void reasons from Toast at this time." The October 29 update says something different for Uber Eats: Uber's own cancellation reason now goes directly to Uber.

The two fit together once you keep the reasons apart. The Uber reason is a new, separate choice from Uber's list. Your Toast reason is still yours. Nothing in the update says your Toast reasons are now sent to Uber or DoorDash, so don't assume they are. And as of October 30 the help article still read the way it did in July, so expect it to lag behind what you see on the device.

Who should see Uber's reason list

Three things have to be true:

• The restaurant is in the United States. That's the only country the update lists.
• The order came through the Uber Eats integration and you're canceling it on the Toast POS app.
• The device is on Toast POS 2.114 or later.

That version number doesn't tell you much. 2.114 isn't new: Toast's October 16 update about scheduled third-party orders already listed POS 2.119. So "we're on a newer version" doesn't mean the Uber list is switched on for you, and the update doesn't say how or when each restaurant gets it. If someone voids an Uber Eats order and Uber's list never appears, write down the device, its POS version and what they saw, and ask Toast. Don't reinstall anything, change channel settings or void another order to see what happens.

The same help article covers DoorDash voids, but the October 29 update is about Uber Eats only. It says nothing about DoorDash reasons, so don't train staff to expect a DoorDash list.

Before you void: is this a full cancellation?

In Toast's images, the reason screen warns: "This will notify the customer and cancel the Uber Eats courier. This action cannot be undone." Make the decision before anyone opens that screen. A manager should be the one deciding the restaurant can't fulfill the order.

The steps, as Toast documents them

Toast's help article splits the void into two stages. It hasn't been updated since the new reason screen was announced, so the reason screen is described separately below.

Stage 1: remove the guest payment

1. Open the order in Toast POS and select Update at the bottom of the check.
2. Select the three dots in the top right corner, then Void Order.
3. Toast shows: "You must void these payment(s) before voiding this check." Highlight the guest payment method, select Remove, then Done.

Toast puts a warning above these steps: in some jurisdictions, marketplace facilitator rules mean that selecting Update "may re-bring the order rather than complete the void as expected." Toast doesn't describe what that looks like on screen. Its instruction is clear, though: if Update doesn't behave as described, don't repeat the action. Follow the void steps carefully and contact Customer Care if the order can't be voided.

Stage 2: void the order

1. Go back to the order and select Update.
2. Select the three dots in the top right corner, then Void Order.

The new reason screen

Toast's update includes three images that, in its words, "show choosing a cancel reason and voiding the order." Here's what they show:

• A screen titled "Void and cancel Order #5." Its first section, "Uber Eats cancel reason," says: "This reason is required by the ordering partner and will be shared with them." The options in the image are Issue with an item or modifier, Special instructions issue, Pricing issue, Restaurant is too busy, Store is closed, Customer called to cancel, and Other.
• A second section below it, "Restaurant cancel reason," with "Customer Changed Mind" visible as one option.
• A confirmation: "Do you want to void and cancel this order?" with Cancel and Void and cancel order.
• A success message: "Order #5 voided and canceled," with "Uber Eats has been notified" underneath.

Toast hasn't said which of the two Void Order taps brings up the reason screen, whether Stage 1 still looks the same on 2.114 and later, or whether Uber's list can change. Go by what your screen asks for. If it asks for something neither Toast page describes, stop and ask Toast rather than guess.

Picking the reason

Choose the Uber reason that describes what actually happened. Neither Toast page says how Uber uses each reason beyond reporting, or whether a reason affects fees, refunds or your standing with Uber. There's no clever pick here, just the true one. If none fits, Toast's image shows an Other option.

Then put the detail in your own records: a Toast reason if you have one that fits, plus a line in the manager log saying what happened and who decided. Toast's void-reason article says staff can only pick from reasons you've created, with no free-text option, and that you add them in Toast Web under Finance > Related > Settings > Void reasons. It also says the reasons you create are shared across your Toast platform, so a reason you add for delivery cancellations will likely be offered on other voids too. Name it so nobody picks it for a ticket rung in by mistake.

After the void: what proves it, and what doesn't

Toast's help says that once an Uber Eats order is voided, Toast notifies Uber, Uber cancels the order in its system and processes any guest refund, the order no longer appears as an active order in Toast POS, and kitchen display devices mark it as voided. In reporting, the Sales Summary stops counting it in net sales, and the Orders report and Order Details report show it as voided.

So check, in this order:

1. The success message. In Toast's image it reads "voided and canceled" and "Uber Eats has been notified."
2. The order is gone from active orders on the POS.
3. The kitchen display shows it as voided. Tell the line directly anyway.
4. At the end of the shift, the Orders report shows it as voided.

None of that tells you the guest has been refunded, how much or when. It doesn't tell you what Uber will pay or charge you for that order, or whether the kitchen had already started cooking it. Those answers come from Uber's records and your own kitchen, not from the void. Don't issue your own refund or credit for the same order, don't re-enter it to "fix" it, and don't void it again.

When to stop and call Toast

• Update brings the order back or does anything else unexpected.
• The void won't complete.
• You can't tell whether the order is canceled, for example when the POS, the kitchen display and the report disagree.
• Uber's reason list doesn't appear on a device where you expected it.
• A permission error. Toast's Uber Eats article names 3.8 Void / Refund Payments. Toast's permissions guide also lists 3.7 Void Items / Orders, for voiding items or entire orders on the POS, which the Uber Eats article doesn't mention. If someone with 3.8 still can't finish, ask Toast what's missing instead of handing out extra access.

Bring the order number (no guest name), the device, its POS version, the time, and exactly what was tapped and what appeared.

A fictional example: two orders and a gas shutoff

Larkspur Noodle Bar is a made-up restaurant, and these orders are invented. This shows how the steps fit together. It isn't something we ran.

At 8:10 on a Saturday night the gas supply to the block is shut off. The range and wok stations are down, and the manager on duty decides to close the restaurant for the night. Two Uber Eats orders are still active in Toast: #41, which hasn't been started, and #42, which has.

Order #41. The manager has 3.8 Void / Refund Payments. They confirm it's an Uber Eats app order and that it's still active, then remove the payment and void it. On Uber's list they pick Store is closed, because the restaurant really is closing. For the Toast reason they pick "Kitchen down / closed early," a reason this fictional restaurant set up earlier. They confirm, see the success message, and check that #41 is gone from active orders and shows as voided on the kitchen display.

Order #42. When the manager selects Update, the check comes back in a state they didn't expect. They stop. They don't tap again, don't re-enter the order and don't refund anyone. They tell the kitchen to set the half-made food aside and not to remake anything for #42, then contact Toast Customer Care with the order number, the device, its POS version, the time and what they saw. The log says UNKNOWN until Toast tells them the order's actual status.

End of night. The manager's log shows two Uber Eats cancellations attempted. The Orders report shows #41 as voided. #42 stays open in the log with the time of the Toast call. Two attempted, one confirmed and one with Toast: the numbers match, so nobody spends Sunday morning wondering whether a guest was double-refunded or a cancellation never went through.

Copy this manager note

Use one per canceled order. Write down what you saw, not what you expect. Leave guest names, phone numbers and addresses off it. The order number is enough.

UBER EATS CANCEL (TOAST VOID ORDER)
Per Toast, Oct 29, 2026: US only,
Toast POS 2.114+. Uber reason goes
to Uber. Toast reason = our records.
Not tested on our devices.

BEFORE (manager decides)
[ ] Uber Eats app order, not Toast
    Delivery Services or our own
[ ] Whole order can't be made
    (no partial void on Uber Eats)
[ ] Still active, not canceled yet
[ ] Voider has 3.8 Void / Refund
    Payments
Any box empty: STOP. Don't void.

ORDER
Order # (no guest name): ________
Device / POS version: ________
Manager deciding: ________
Time: ________

REASONS
Uber reason (as picked): ________
Toast reason (if any): ________
What actually happened: ________

AFTER
Success message?  YES / NO
Gone from active orders?  YES / NO
KDS shows voided?  YES / NO
Orders report shows voided
(end of shift)?  YES / NO / NOT YET
Status: VOIDED / UNKNOWN

NOT PROVEN BY THE VOID
- guest refund, amount or timing
  (Uber handles it)
- what Uber pays or charges us
- whether food was already made

STOP AND CALL TOAST IF
- Update acts unexpectedly
- void won't complete
- POS, KDS and report disagree
Don't tap again, re-enter, refund
or void a second time.

Sources

Toast product updates, "Choose a reason when you cancel an Uber Eats order", October 29, 2026 (CPPL-442), including its three images. Toast Support, "Cancel Uber Eats and DoorDash Orders on the POS (Using Void Order)", last updated July 9, 2026. Toast Support, "Add Void Reasons", last updated October 6, 2026. Toast Support, "Permissions Reference Guide", last updated October 21, 2026. Toast product updates, "View and manage scheduled third-party delivery orders in the All To-Go view in Payment Terminal", October 16, 2026 (CPPL-303). All read October 30, 2026.